I’m working as a user researcher in the Digital Inclusion team at GDS. Over the past few months, a key part of my work has involved sizing and identifying the characteristics of digitally-excluded service users, and understanding their support needs.
On the Carer’s Allowance exemplar, we wanted to make sure that our service worked for as many people as possible, so we recruited a wide range of users.
When we built our user research lab, we avoided putting white work surfaces in the research space as much as possible. This is because white surfaces glare.
The programme to redesign and rebuild 25 exemplar services is now nearly 2 years old. We have 8 services live and 15 services in different stages of beta.
Earlier this year we released the ‘Services and information’ page, a new way to access all services and information published by an organisation on GOV.UK.
We had a couple issues with the sound in our lab’s research studio – the space in which we research with users – which we’ve dramatically improved. In this post, I’ll share what was causing those problems and how we fixed them.
Cartoons are a great way to help your colleagues identify with your users, and you don’t have to be an artist to make them work.
On a recent project in HMRC’s Digital Delivery Centre in Newcastle, we wanted to encourage everyone on the design team to get involved in planning the user research.
If you’re passionate about helping organisations see the world from the end users’ point of view, we’d love to hear from you.
If you want to make sure that people really get the message from your user research video clips, take the time to add subtitles.
I’ve been thinking (and doodling).